Business ProfileforHot Frost HVAC Ltd.

I had an appt for the installation of a mini split heat pump on Friday. No one showed up, I called the company and the manager yelled at me on the phone saying the appt was on Monday. This was not true and I had a text msg confirming my appt on Friday. I told her and she did not apologize. I then asked for the owner to call me and in the process started calling other companies in the area. Another company said the next available appt was Weds next week for a quote and Thurs for an install. I agreed. An hour later the manager of Hot Frost called and asked if he could come by. I said yes. He apologized for his managers behaviour and said he would install the 15000BTU heat pump for the same price as the 12000BTU that I was quoted on the phone (quote was $4800 taxes in). I agreed and he said they will be out before Tuesday, might even be the weekend and to watch for his call. On Tuesday at 3pm I called the company back and they said the appt was on Friday. I said I will not be home on Friday and she said she will have the owner call me. The Owner called and said they will install the mini split on Tues or weds. At this point I lost confidence in them. I called the company and asked for the new quote in writing. The sent me a $4800 plus tax. Not including tax like the previous quote. The owner then called and said they would be here at 2pm. I then emailed the 2nd company to cancel the appt made last week. The company said they would match the price and come to do the install in 2 hrs. Since Hot Frost had 2 no shows and kept going back on their word I agreed and called Hot Frost to cancel with them. The owner yelled at me on the phone. Told me I was ridiculous for making companies compete and told me “what comes around goes around” and then hung up the phone. I then get a call from the second company cancelling because Hot Frost owner called their owner and told them not to deal with me. What kind of business calls their competitors to tell them deal with a customer????!!

Much of what is stated in this complaint is incorrect. We acknowledge the customer understood her heat pump installation was scheduled; however, she failed to provide all the necessary details required in order for us to complete the installation. The customer became very upset with our staff and ultimately, we declined the project as a result. As for what jobs our competition takes, for obvious reasons we have no control over their actions. We did not contact them in any event. so we cannot comment on that.